System and method for electronic notification in institutional communication

ABSTRACT

Disclosed is a multi-mode communication notification system and method for improving communication between an inmate and a third party by enabling a third party to send a web-initiated contact request for a specific inmate and further allowing the inmate to check his/her contact requests or be automatically notified of contact requests. Additionally, the system electronically notifies the third party when the specific inmate has been notified of the contact request. Further, the system notifies the third party if they have missed a call from the specific inmate.

FIELD OF INVENTION

The invention relates generally to the field of telephone communicationsystems in penal institutions or similar facilities. In particular, theinvention relates to a system and method of communication between aninmate and a third party that enables the third party to initiate aweb-based contact request for a given inmate. Additionally, the systemenables the inmate to automatically check for his/her call requeststhrough an inmate telephone and electronically informs the third partywhen the inmate has been notified. Further, the invention electronicallyinforms a third party if they have missed a call from a specific inmate.

BACKGROUND OF THE INVENTION

Generally, the need to monitor, control, record and provide detailedrecords of the usage of a telephone system in a controlled institutionalenvironment is well recognized. It is common to utilize a controlledtelephone system capable of monitoring outgoing telephone connections inmany types of institutional environments, including penal institutions,military institutions, hospitals, schools, businesses, specific types ofgovernment institutions, etc.

The reasons for monitoring and controlling institutional telephonesystems are evident. To prevent such institutions from incurringunaccountable telephone costs, the institutions must either restrictaccess to outbound telephone lines or employ a telephone monitoringsystem to charge the responsible party for making the outboundcommunication. Otherwise, unaccountable telephone costs would severelyhinder the availability of the telephone systems in institutions.However, the restrictions utilized by these systems result in overallinefficiency as two-thirds of the attempted calls go unansweredpresenting a problem for both the system's users and the institution.

It is imperative for many institutions to utilize a communication systemthat provides an accurate identification means for administrators todetermine the individual responsible for each outbound telephone call. Acommunication system must also be able to monitor communications andmaintain a useful record of the communications. Additionally, the systemshould include the ability to restrict access or provide options toparticular users. Considering the number of users in a largeinstitution, different payment methods available and the excessive callvolume at many institutions, it is evident that an effective telephonemanagement system is essential.

Providing telephone systems in specific types of highly restrictedinstitutions, such as penal institutions, results in the considerationof numerous additional complicating factors. Generally, the governmentheavily regulates outbound communications in penal institutions.Therefore, communication systems implemented in penal institutions orsimilar facilities must meet greater security requirements oftenmandated by regulatory bodies affiliated with the county, state orfederal institution. Thus, the communication system used in a regulatedinstitution must employ unique functions often unnecessary in othertypes of institutions.

In its most general form, a penal institution's telephone systemutilizes a call processor to approve and place a call, surveillanceequipment or monitoring equipment, and a recording device for evidencingthe conversation. Generally, these simple systems are not equipped torestrict an inmate from calling an individual. However, it is preferablefor the call system devices now employed in such institutions to havethe capability to thwart an inmate from calling certain specificindividuals or types of individuals. Systems currently exist capable ofcontrolling calls. It is well documented that without the necessaryconstraints on an inmate's use of the telephone system, inmates haveoften harassed outside parties or individuals. For example, it isgenerally preferred that an inmate be prevented from placing a telephonecall to the prosecutor who prosecuted the inmate's case or anotherattorney responsible for the sentencing of the inmate. In anotherexample, it may be preferred that an inmate be prevented from contactingthe victim of the inmate's crime or witnesses from the inmate's case.Additionally, inmates have used previous penal institution call systemsto perpetrate additional criminal activities such as fraudulent schemesor specific criminal conspiracies. Specifically, inmates have been knownto arrange credit card fraud attempts, the smuggling of contraband intothe facility, and have even been known to arrange escape attempts overthe penal institution's telephone system. Therefore, it is critical thatan efficient penal institution carefully monitor all outgoing telephonecalls making a regulated penal institution telephone system a necessity.

Another concern in implementing an efficient institution telephonesystem is cost control. In order for a system to be cost effective, thesystem must critically monitor and record the activities of eachindividual user in order to properly charge each individual caller forhis or her outgoing calls. Typically, telephone communication systems inpenal institutions provide an inmate with a telephone account uponarrival. There are several options for an inmate to select with respectto payment on the account. For example, an inmate may place priorpersonal earnings into the account. The cost of each call is thendeducted from the total amount in the inmate's account until no balanceremains. The inmate may also choose to utilize collect call means. Inaddition, an inmate may be assigned a commissary account, where fundsare added to the account based on work performed by the inmate. As thefunds increase, the inmate may apply these funds to the cost of placingtelephone calls. The inmate debit account may be located onsite, at acentral office facility, or at a third-party site.

The inmate's family may alternatively control the inmate debit account.For example, the inmate's family may control the inmate's access to thedebit account either remotely (e.g., by using the Internet, accessing atoll-free/pay to dial telephone number, using a mail form, etc.) or byvisiting the prison facility. The inmate's family may add funds to thedebit account and thereby control the call volume allowed to the inmate.

Another requirement of a secure telephone management system in a penalinstitution is the accurate identification of the telephone callparticipants. Generally, it is common in a penal institution to assigneach inmate a personal identification number (“PIN”). When an inmateattempts to place a telephone call, the inmate must supply a valid PINto gain access to the telephone system. Other systems include requiringpersonal information in addition to a PIN to be supplied by theinmate/user. For example, a user might be prompted to supply a PIN aswell as certain information that may only be known to the user. A commonexample is a request by the call system to provide their mother's maidenname.

Another required feature of a telephone management system for a penalinstitution or similar facility is a means for restricting calls placedby a user (e.g., an inmate). It is well documented that inmates oftentry to harass individuals related to their arrest or confinement, suchas judges, prosecutors, witnesses, etc., through telephoniccommunications. Penal institutions have attempted to prevent thisharassment by restricting the telephone numbers each inmate is able toaccess. For example, a system may utilize a PIN or other identificationmeans to access a list of telephone numbers that the inmate may notcall, or alternatively, the system may access a list of numbers that theinmate is authorized to connect to (i.e., the inmate can only call thenumbers appearing on the list). Telephone numbers placed on therestricted list can include any individual related to the conviction(e.g., the arresting police officer, the prosecuting attorney, etc.),while telephone numbers placed on the permitted list may include, forexample, close family relatives. The system may also limit the amount oftime each inmate/user is permitted to conduct each outbound telephonecall through the system. Furthermore, restrictions may be regularlyupdated. For example, if an inmate misbehaves, the inmate's telephoneprivileges may be further limited or revoked completely.

Penal institutions are also concerned with monitoring the activities andcommunications of inmates. Monitoring telephone activities is necessaryto restrict connections to illegal activities outside of theinstitution. Three existing types of call monitoring techniques areknown in the art. The first technique is live monitoring. Livemonitoring requires an operator or other individual to listen to eachtelephone call and alert the proper authorities if necessary.

The second type of monitoring involves recording the telephoneconversation via a common recording device. A common example is arecording device such as a magnetic tape drive or a computer hard drive.This type of monitoring may be continuous or intermittent depending onthe degree of security required for each inmate.

The third type of monitoring is known as passive monitoring. Passivemonitoring may be activated when certain keywords are spoken. Inaddition, passive monitoring may be activated if the telephone call atthe termination end is transferred to a third party via certain knowndetection means such as silence detection, hook-flash detection, etc.

Penal institutions currently record most inmate telephone calls, withthe exception of lawyer-inmate communications, which are generallyprohibited by law. Typically, in the art, monitoring may occur using anycombination of the three methods (e.g., live monitoring, electronicrecording monitoring or passive monitoring). It can be advantageous toflag certain individuals in an inmate's profile as highly suspicious. Ifthe inmate initiates communication with the flagged individual, thesystem will alert a live operator to monitor the system. In such asystem it is essential that the system correctly identify the calledindividual to avoid unnecessary expenditure of live operators.

Alternatively, the inmate telephone call system may utilize aremote-alert notification system wherein the system contacts an operatorwhen a violation has occurred. The system may contact the operatorutilizing telephone means, paging means, computer means, etc. Thisnotification system may be set to call the operator a limited number oftimes or until the alert has been noted in the inmate telephone callsystem. The operator may then access information about the alertremotely using the telephone, Internet, or any other such remote accessmeans.

In order to alleviate some of the problems and concerns discussedherein, many penal institutions have implemented certain task-specificadvanced systems. Generally, these “advanced” systems known in the artcomprise several features. For example, it is known in current systemsto employ permanent call blocking. Specifically, it is known in the artto block an inmate or group of inmates from dialing certain telephonenumbers. Most systems also prevent inmates from talking directly to liveoperators. This prevents inmates from requesting that the operatorforward a call or provide additional telephone numbers allowing inmatesto harass or locate additional parties. Furthermore, current systemsblock “1-800,” “1-900” and other like telephone numbers includingtoll-free and pay to-dial telephone numbers. In addition, certaininstitutions may elect to block country codes, specific area codes, orother third-party numbers.

Current systems known in the art may also utilize a feature commonlyreferred to as “selective” call blocking. As discussed, “selective” callblocking may be employed to thwart inmates from establishing aconnection with a selected group of individuals (i.e., with the hometelephone of prison guards, wardens, indictment witnesses, trialwitnesses, police officers, judges, etc.). It is also foreseeable thatthe telephone numbers of the family members of these specificindividuals may also be blocked.

Some current systems also limit the use of specific long distancecarriers. This feature proves useful in limiting unnecessary costsincurred by employing alternate carriers.

Other current systems utilize features commonly referred to as “hookflash” prevention or “click” and “pop” prevention modes. These systemsprevent inmates from extending the current outgoing telephone call andentering a new telephone call with a new number without fullyterminating the original telephone call. For example, this featureprevents an inmate from utilizing common call forwarding features andthe like.

In addition, some current institutional telephone systems electronicallyor manually disable the keypad after a telephone number is dialed andthe telephone call is connected. This feature prevents inmates frominteracting with telephone games and lotteries, and in certain oldersystems, prevents the inmate from achieving an unrestricted dial tone.

Another common feature employed by institutional systems is three-waycall prevention. This feature prevents an inmate from instructing thecalled party to bridge the telephone call to another telephone number.

Other known systems in the art may exhibit other regulatory features.For example, telephone communication systems generally allow aninstitution to limit the duration of a telephone call or to limit thecost of the telephone call. These types of features further allow afacility to customize the telephone call systems thereby preventingunrecoverable expenditures.

Another control used by current institution telephone systems is the useof certain aspects of biometric recognition for the identification ofusers or inmates (i.e., the calling party). It may be beneficial forcommunication systems in penal institutions to incorporate biometrics asan additional security device. Biometric recognition is commonlyavailable in a number of fields. For example, biometrics recognition hasfound a number of security uses, including common usage, in credit cardsystems and building security systems. Biometric information includesfingerprints, hand geometry, voiceprints, retinal patterns, iris scans,signatures, infrared facial patterns, and all other sources whichconstitute unique physiological characteristics and which can assist inestablishing a person's identity. Various devices exist which can scanone or more biometric characteristics and digitize the information.

Generally, while much effort has been made to establish controlledinmate telephonic communication, inmate call management systems areinefficient. Studies have shown that approximately two-thirds of allcalls attempted by an inmate to an outside party are not answered by alive party (i.e., no answer or an answer by an automated messagemachine). These unanswered calls present a problem for inmates as theyoften count against their monthly limit thereby reducing the timeavailable for inmates to talk to such people as family members.Currently, the Federal Bureau of Prisons has a three hundred (300)minute per month limit for many inmates. It may take the inmate severalattempts to successfully contact an outside party or the inmate maynever successfully contact a desired outside party.

In addition, inmates and their outside contacts often complain of thedifficulty to communicate via live telephone conversations as they areoften several time zones away from each other. Due to the lack ofsuccessful completions of calls (i.e., only one-third of attempted callsare successful), inmates try to find a way to get around the systemresulting in even more restrictions placed on usage of the system.Additionally, these unanswered calls present a loss of revenue for theinstitution, as it is difficult to charge for system usage if the callis not answered.

A system is thus desirable that increases the care and efficiency ofcommunication between inmates and third parties. The system notifies thethird parties when an inmate has tried to contact them. The system alsoallows the third party who receives the notification to reply with amessage to the inmate. The system further enables authorized thirdparties to access the system and request to contact an inmate at anytime, regardless of whether the inmate has tried to contact the thirdparty. Advantageously, this will increase efficiency as well as generatean additional revenue stream for the institution. However, due tofactors such as government regulations, such a system must be monitoredand controlled in similar manners to current call management systems.The system also allows for live talk between the inmate and outsideparty if the third party answers the call, record the conversation asnecessary, bill for usage of the system, etc.

One system known in the art discloses an automatic account numbervalidation and billing management system. The system prompts a user foran account number and compares the number inputted to a number stored ina database to determine validity. If the account number is valid andfound in the database, the system completes the predetermined telephonicconnection. If the number is not in the database, and therefore invalid,the system will utilize voice prompts to request re-entry of the numberor provide further instructions. The system attempts to locally automateand simplify the process of payment for routing calls without liveoperator assistance, but does not address additional security concernsthat may exist in specific facilities, such as in a penal institution.Furthermore, it does not provide for protection measures to confirm thatthe individual supplying the account number is the individual entitledto the use of the account. In such a hostile environment as a penalinstitution, an account number may easily be obtainable through coercionor by force. The system does not provide any means of monitoring theconversations taking place or restricting which individuals are accessedby the user. Additionally, the system does not provide means for contactrequest from a third party for a specific inmate or notification to anoutside party if the inmate's call is unanswered.

Another system known in the art discloses a call management systemenabling prepayment of telephone calls utilizing a debit system.Specifically, a user of the system obtains a special code by depositinga prepayment. The prepayment is stored in a database for use inverifying calling party calls. To access the system, a user dials aspecial number and inputs a user-specific code for verification followedby the number of the party to be called. Next, the code is verified bythe system. If verification is successful and sufficient funds areavailable, the call is connected. The prepayment amount, minusdeductions for the running cost of the call, is tabulated as the callprogresses. The call terminates either when the prepaid funds areexhausted in the user's account or when either party disconnects. Theinvention also includes steps to prevent the same access code from beingused at different terminals. However, the system does not teach a meansfor selecting the call type or a call monitoring means. It also fails toteach an advanced verification means specific to a user. Further, itdoes not provide a means of notification to the outside party if theinmate's call is not answered.

Yet another system known in the art teaches a multilingual prepaidtelephone system capable of interfacing with a public switched telephonenetwork. In the system, each user is assigned a PIN and a creditaccount. A user first dials a number to access the telephone system andchooses a language for all subsequent voice prompts. The user thensupplies a PIN, which is compared against a list of numbers in adatabase. If sufficient credit is available for the duration of atelephone call to the destination number, the connection is completedand a timer is set for the available duration of the call. The callterminates either when the allowed amount of time for the call expiresor if one party member hangs up the telephone line. If the lattersituation occurs, the system computes a new available credit balance forthe user's account. However, the system fails to provide a selectionmeans for the user, such as the ability to choose the type of call to beplaced (e.g., collect, debit, international, etc.). It also fails toteach any call monitoring means and would therefore be unacceptable as acommunication system for a penal institution. Additionally, it does notteach any contact request/notification means.

Still another system discusses an integrated commissary system forreceiving and processing orders in an institutional setting. Thecommissary system is designed for use without access to a PSTN.According to the system, user status and inventory status are stored inan onsite database. To access the database, a user provides identifierinformation and item selections through selected telephones. Theselections are compared against the onsite database using a processor.If the user is authenticated and the requested items are available, theprocessor generates transaction records, updates user commissaryinformation, and correctly adjusts inventory. The updated information isstored in a file that may be used for record keeping or archivalpurposes. However, the system does not teach a commissary system for usewith a PSTN or any contact request/notification means. This system alsofails to teach multiple authentication means and would therefore beunacceptable for use in a penal institution.

Still a different system known in the art discloses a software processfor real-time call rating and debiting so that a subscriber's accountbalance is not exceeded. The method disclosed estimates the time whenthe user's balance will expire by using the total charge per secondaverage. The process then determines the time remaining by dividing theaccount balance by the average charge per second of all telephone calls,and the time limit for the call is then set accordingly. This method isuseful if the rate for long distance calls is not known locally.However, the system does not allow for other types of calls, such ascollect calls, to take place. Further, it fails to provide an advancedcall monitoring apparatus with an advanced authentication apparatus.Also, it fails to teach a multi-mode communication notification meanswith a specific contact.

There is also a system that depicts an automated public telephonecontrol for charge or collect call billing. The apparatus embodies amicroprocessor system controlling voice prompting, recognition ofresponses, network signaling, recording of calling details, andverification of account numbers. The disclosed invention provides for anautomated telephone billing for public telephone systems. The systemoffers a plurality of billing methods, such as billing to a creditaccount number, to the called party (collect calling), or to a thirdparty. An additional aspect of the invention describes the recognitionof voice utterances from other signals and called party spoken words(i.e., the system can recognize the word “yes” when spoken by anyindividual). However, it does not identify or verify the individualspeaking. Furthermore, this system does not provide a means to identifythe user or verify that the user is not partaking in fraudulentactivities. It also fails to teach of a monitoring, call control, andcontact request/notification means.

Yet still another system depicts a collect call, system that canautomatically route long distance calls without intervention of anoutside service or operator. This feature enables private publictelephone owners, as opposed to primary telephone companies, to receiverevenue for completion of the call. The invention comprises the steps ofproviding the calling party with voice prompts, receiving voice ordialed signal information about the calling party in response to thevoice prompts, locally, recording the information about the callingparty, providing the called party information about the calling party,and reacting to a variety of provided signals by either the called orcalling party. The system only provides a method and apparatus forplacing collect calls. In addition, it avoids consideration of providingother possible payment methods. The system disclosed is further limitedby its lack of telephone call monitoring ability and calling partyidentification means, and is therefore unsuitable for use in penalinstitutions.

Still a different system exemplifies the need for a control managementand monitoring system in institutional settings. This system discloses asystem for controlling, monitoring, recording and reporting telephonecommunications. The system deals primarily with the identification of auser through use of a PIN and restricting telephone communicationsthrough a profile accessed by the PIN. The system further contemplatesmeans for monitoring and recording communications. However, the systemonly enables live talk between parties and provides no means for contactrequests by an outside party for a specific inmate and notification if acall is unanswered.

Even another system is primarily concerned with incorporating animproved method of monitoring calls. The method includes a means fordetecting tones commonly associated with call bridging and callforwarding attempts. For example, the system is directed to thedetection of tones such as ring signals, busy signals, specialinformation tones, dual tone multi-frequency tones, call progress tonesor other similar tones characteristic of the placement of a telephonecall. It is limited by detection of certain sounds, which may not bereadily machine-recognizable. For example, it is foreseeable thatinterference, background noise, or compressed voice data may inhibit thedetection of the tones. Also, the system does not teach any method formulti-mode communication notification means.

Another system known in the art describes a system for the verificationof a calling party, called party and a secure connection. The inventionincludes the costly requirement of secure telephone devices known in theart. Specifically, the invention teaches a system wherein the callingand called parties supply voice data, which is encoded and transmittedover a telephone network. Both users hear the alternate party's recordedvoice data and verify that the supplied voice data is correct. The callis established only if both parties verify that the called party hasprovided the correct voice data. However, it would be too costly toimplement such a system in a penal institution or similar facility.Additionally, the system does not consider possible payment methods forcalls or call management. For example, certain inmates may be entitledto call only a few particular individuals. A system within penalinstitutions, or similar facilities, must include a means for limitingthe number of potential called parties and the specific parties to whichinmates can call and provide a means for monitoring inmate calltransactions.

Further, a different system discloses a system to permit usersrepetitive access to a multitude of systems. The system requires aninitial enrollment phase for access. The enrollment phase consists ofextracting biometric data to be stored for future use. The format of thedata is compatible with a plurality of verification/identificationsystems. For example, in one embodiment, it describes a biometricrecognition means including voice recognition, fingerprintidentification, and retinal scan identification. However, it does notaddress restrictions to the system or further monitoring means duringuse of the system, which are essential for systems within a penalinstitution.

Finally, a system known in the art provides a methodology for acomputerized telecommunications system for voice to text message storagefor use in correctional facilities. This system receives an externalmessage via either voice or text. There are two storage means: a voicemessage box or an email inbox. If a voice message is received, it passesas a regular telephonic voice message and is then stored as a voicemessage in the voice message box. If instead, the storage unit is anemail box and a voice message is received, the voice message isconverted to text and the message is then saved. The reverse happens ifthe message is a text message and the storage medium is a voice messagebox. If a text message is received and the inmate has an email inbox,the text message is saved as text. The inmate is then notified of thenew message. This system can also allow the inmate to send either a textor a voice message to an external party. If the inmate leaves a voicemessage, no conversion occurs and the message is sent. However, if aninmate's message is in text form, either a text to voice conversionoccurs before being sent to the outside party or the text message issent to the external party. This system requires an external party haveaccess to the system to receive a contact request sent by an inmate. Theexternal party must constantly check the system to determine whetherthey have new requests. Only upon accessing the system is the externalparty notified if there are any new requests. Further, the systemrequires that the inmate choose to either leave a contact request orattempt a live call. These drawbacks severely limit the system'sfunctionality making it both inefficient and difficult to implement intoinstitutional settings.

In view of the foregoing, there clearly exists a need for a method andapparatus for increasing the efficiency of an institution's telephonecall system. Furthermore, there clearly exists a need for atelecommunication system for use in penal or similar institutions thatincorporates the ability to handle calls not answered by a human,whether the calls are unanswered or answered by a communicationnotification system. Also, the system should allow outside parties forweb initiated contact requests with a specific inmate and/or be notifiedthrough an existing inmate telephone system if they have missed a callfrom a specific inmate. In addition, there exists a need for a systemand method to electronically notify the outside party when the inmatehas been notified of the outstanding call request.

BRIEF SUMMARY OF THE INVENTION

The invention embodies a multi-function communication notificationsystem for use in controlled call management systems.

The invention provides third party customers (i.e., outside partiestrying to get in touch with a specific inmate) with the ability toinitiate contact requests for a given inmate through the internet. Thesystem allows for incoming web initiated call requests notifying theinmate of a missed call. Once the third party customer has signed up forthe call request in the system, the customer may follow specificinstruction to initiate call requests for an inmate. Additionally, theinvention allows the inmate to check for his/her outstanding callrequests or the system may automatically inform the inmate of contactrequests when he/she makes an outgoing call through an Interactive Voiceresponse system. The Interactive Voice Response system notifies theinmate through a call request notification canned message to the inmatevia the inmate telephone. Further, the invention allows messages to besent to the third party indicating that the inmate has been notified.The message may be sent via email, SMS (Short Message Service also knownas text messaging), telephone, instant messenger, etc. The message mayinclude information such as that the given inmate has been notified ofthe contact request.

Additionally, the invention allows a message to be sent to the thirdparty if and when they have missed a call from the specific inmate. Ifthe third party customer has signed up for email notifications throughthe system, then the system notifies the third party indicating thatthey have missed a call from a specific inmate. The message may be sentvia email, SMS, telephone, instant messenger, etc.

In addition, the system provides the ability to control, monitor, recordand report information relating to communication in an institutionalbased telecommunication network. The system may further implement adebit card platform or other such payment methods. The system of theinvention may be implemented in a variety of facilities including penalinstitutions or similar facilities such as mental institutions, nursinghomes, rehabilitation centers, correctional facilities, governmentagencies, private and public businesses and the like.

The invention is advantageous for both the institution and the inmates.It is not possible for an institution to charge for unanswered calls.The invention solves this problem and thus provides an additionalrevenue stream for the institution from the inmates and their contactsthat use the system (i.e., reduces the institution's losses onunanswered calls). From the inmate's perspective, it becomes much easierto communicate with outside contacts by substantially improving theefficiency of institutional call management systems. The inmates andoutside contacts can maintain contact when inmate-calling schedulesconflict with outside contact schedules. Further, the invention enablesinmates with call limits to be notified when a third party is trying tomake contact. Advantageously, easier and more efficient communicationhas been found to foster less agitated behavior and help in an inmate'srehabilitation process.

Institutional call management systems generally require acceptance fromthe called party before allowing the caller to communicate with thecalled party. However, in current call management systems, when aninmate places a call and a call is answered by an automated answeringdevice or the call goes unanswered, the inmate cannot leave a messagebecause, among other things, the automated answering device cannot enterthe positive acceptance digit required by institutional call managementsystems (e.g., “If you would like to accept this call, press 1.”). Uponno answer or an answer by an automated answering device, the inventionprovides the recipient of the call from the inmate with a notification(via email, SMS, telephone, instant messenger, etc.) that a call hasbeen missed. The recipient can select how they would like to be notifiedvia an enrollment process. If the third party wishes to contact theinmate, they may initiate a contact request to notify the inmate.

Upon making contact with an automated answering device, the system willsend a notification to the called party that they missed a call from thespecific inmate. When the called party chooses to send a contact requestfor the specific inmate, the system prompts the called party to enterhis or her pre-existing account information or set up a new account.Once the called party enters the proper account information or sets upan account, the called party sends a contact request after which theinmate is notified. The contact request may be web initiated, telephoneinitiated, SMS, instant messenger, etc. Also, an outside contact meetingthe requirements set forth by the institution for communicating with aninmate can access the system at any time and send a contact request forthat inmate.

Preferably, the appropriate account is charged on a per call requestbasis for usage of the system. However, several other methods forbilling for usage of the system may be utilized, including, but notlimited to, deducting the funds each time a contact request isinitiated, charging a monthly service fee, deducting funds based on aper minute fee, or charging a monthly base fee plus a deducting funds ona per minute basis. Additionally, prepaid accounts are preferablycreated that allows for billing for system usage based on theaforementioned methods.

Therefore, it is an object of the invention to provide a more efficientcall management system for use in penal institutions and the like.

It is yet another object of the invention to provide a method forallowing third parties to make web-initiated contact requests for aspecific inmate.

Yet another object of the invention is to allow inmates to check theirweb-initiated contact requests.

It is yet another object of the invention to allow inmates to beautomatically notified from the inmate phone of web-initiated contactrequests.

It is yet another object of the invention to electronically notify thethird parties when the inmate has been notified of the contact request.

Still yet another object of the invention is to provide securityauthentication for users of the system.

Another object of the invention is to enable third parties to benotified if a call from a specific inmate has been missed.

Further, it is another object of the invention to enable outsidecontacts to block calls or contact requests from an inmate.

It is yet another object of the invention to monitor and recordcommunication between an inmate and outside contacts.

Still another object of the invention is to perform a security check onsent and received contact requests.

Yet another object of the invention is to provide a billing means forusage of the system.

It is further an object of the invention to enable outside parties toset up an account.

Finally, it is an object of the invention to enable the multi-modecommunication notification system to be easily incorporated into inmatetelecommunication systems.

In one non-limiting aspect of the invention, a method of institutionalweb-initiated contact request is provided comprising the steps of:providing a user secure web access to a call management system; enablingthe user to create web-initiated contact requests; sending by the user acontact request through a web browser; receiving by the user anelectronic notification when the contact request has been delivered.

In a second non-limiting aspect of the invention, a method for outboundemail notifications in a controlled environment is provided, the methodcomprising the steps of: providing a first party secure access formessage exchange; verifying the second party as indicative of anacceptable party; allowing the first party to place a telephone call tothe second party; allowing the first party to select a prerecordedmessage for the second party; and notifying the second partyelectronically of the recorded message left by the first party.

In a third non-limiting aspect of the invention, a call managementsystem is provided comprising: at least one network connection; at leastone telephonic instrument; at least one routing means coupled to thetelephonic instrument; and a control platform; wherein the controlplatform includes one or more apparatuses for the purposes ofmonitoring, recording, controlling, storing, and billing related totelephonic communication between a plurality of local and remote users;and wherein the control platform enables the local user to receivecontact requests.

Other objects, features, and characteristics of the invention, as wellas methods of operation and functions of the related elements of thestructure, and the combination of parts and economies of manufacture,will become more apparent upon consideration of the following detaileddescription with reference to the accompanying drawings, all of whichform part of this specification.

BRIEF DESCRIPTION OF THE DRAWINGS

A further understanding of the invention can be obtained by reference toa preferred embodiment set forth in the illustrations of theaccompanying drawings. Although the illustrated embodiment is merelyexemplary of systems for carrying out the invention, both theorganization and method of operation of the invention, in general,together with further objectives and advantages thereof, may be moreeasily understood by reference to the drawings and the followingdescription. The drawings are not intended to limit the scope of thisinvention, which is set forth with particularity in the claims asappended or as subsequently amended, but merely to clarify and exemplifythe invention.

For a more complete understanding of the invention, reference is nowmade to the following diagrams in which:

FIG. 1 depicts a block drawing of the preferred embodiment of an inmatecall management system according to the invention.

FIG. 2 is a flow chart depicting the preferred process implemented bythe invention of a third party initiating a contact request for aspecific inmate.

FIG. 3 is a flow chart depicting the preferred process whereby an inmateattempts to contact a third party.

DETAILED DESCRIPTION OF THE INVENTION

As required, a detailed illustrative embodiment of the invention isdisclosed herein. However, techniques, systems and operating structuresin accordance with the invention may be embodied in a wide variety offorms and modes, some of which may be quite different from those in thedisclosed embodiment. Consequently, the specific structural andfunctional details disclosed herein are merely representative, yet inthat regard, they are deemed to afford the best embodiment for purposesof disclosure and to provide a basis for the claims herein, which definethe scope of the invention. The following presents a detaileddescription of the preferred embodiment (in addition to some alternativeembodiments).

Referring to FIG. 1, depicted is a block diagram of an exemplary inmatecall management system 100 and preferably, includes site platform 103operably connected to an administrative workstation 105 via connection107 and is also connected to a third-party computer system 113 viaconnection 115. Particularly, site platform 103 includes a site serverthat has software to provide third-party restricted access to siteplatform 103 in order to generate web-initiated contact requests as willbe shown and described below. It should be appreciated that connections107 and 115 are preferably LAN connections, however in othernon-limiting embodiments, a wireless connection may also be utilized.

Also, site platform 103 is connected via connection 115 to a remotethird-party user through third-party computer system 113. Site platform.103 allows a third party to create a call-request account on siteplatform 103 to create call requests via, in one non-limitingembodiment, the Internet through a web browser. The third party createsthe call-request account by creating an account in an accounting systemlocated in site platform 103, which authorizes the third party to sendand receive web-initiated contact requests. Also, the accounting system,preferably, bills for usage as appropriate although monthly billing mayalso be provided to utilize this feature. The third-party account isassociated with the third party's telephone number and provides a thirdparty to notify an inmate of a call request.

A third party may access site platform 103 through a web browser locatedon third-party computing system 113 and create a call-request account(hereinafter “account”) associating the third-party telephone numberwith the account. This account authorizes the third party to sendweb-initiated contact requests as well as receive notification that acontact request has been received by the inmate (i.e., the inmate haslistened to the contact request). Additionally, the third party mayrequest, in one example, an email notification be sent to the thirdparty if a call is not answered that has been initiated by the inmate.Other embodiments may utilize an SMS notification, an internet messengernotification, or other similar types of notification. Once the accounthas been set-up, a third party may access site platform 103 through webbrowser and create a call request by selecting from a list of cannedmessages, such as, for example, please call beck, do not call, etc. tosend to the inmate. It should be appreciated by one of ordinary skill inthe art that site platform 103 includes software to convert the cannedmessage to an audio message to be subsequently played to the intendedinmate when the inmate access call management system 100. Additionally,the site platform 103 notifies the third party when an inmate receivesthe canned message by sending, in one non-limiting example, an email tothe third party although, an SMS text may also be sent to notify thethird party indicating the inmate has been notified.

In addition, site platform 103 may incorporate firmware and software toroute all inmate and call information through site platform 103 forefficient call transfer and efficient record keeping. It should also beappreciated that one of skill in the art will recognize that the callmanagement system 100 is a multi-mode communication notification systemutilized for notifying inmates of call requests as well as billing forinmate calls and may be incorporated into any call management system.Thus, FIG. 1 is merely an example of a call management system and is notintended to limit the scope of the invention.

In addition, depending on the memory requirements, site platform 103 mayemploy numerous site servers incorporating multiple processors. Thisallows call processing even after parallel component failure. Thearchitecture also provides for a sharing of the load between processors,which eliminates system overload during extremely busy periods. Themultiple processors enable the call processing system 100 to handlelarge volumes of calls at any time, and to ensure system integration.Also, site platform 103 stores digitized audio used for voice prompts inany commercially available database as well as each inmate user's callrestrictions and other verification code required by the inmate user toaccess call management system 100.

Also as shown, administrative workstation 105 connects to site platform103 via connection 107. Although only one administrative workstation 105is shown, it is contemplated that multiple workstations 105 may beutilized by the system depending on institutional requirements. Inaddition, while administrative workstation 105 is shown onsite, it isalso possible to access site platform 103 via the Internet through a webbrowser. Site platform 103 is controlled by software administered byadministrative workstation 105. Administrative workstation 105 enablesan administrator and authorized personnel to access account information,monitor calls, perform searches, etc. The workstation 105 may be used tolisten to the outgoing telephone calls in real time or to access callsstored on a database or other type of storage means. It is alsoforeseeable that the functions controlled by site platform 103 mayalternatively be controlled remotely at a central platform.

Also shown, site platform 103 connects to remote telephonic instruments111 a-n via connection 109. Connection 109 may be a Public SwitchedTelephone Network (PSTN), Voice over Internet Protocol (VoIP)connection, etc. depending on the requirements of the system. Further,one of skill in the art will recognize that the illustration ofconnection 109 is shown in a simplified form. Further, inmate callmanagement system 100 includes a plurality of telephonic instruments 101a-n coupled to site platform 103, where “n” is an integer representativeof the number of devices, site platform 103 is connected with,representing the desired capacity of call management system 100.

When an inmate wishes to check his outstanding call requests, he or shepicks up telephonic instrument 101 a-n. The site platform 103 promptsfor identification information such as a Personal Identification Number(PIN) through an interactive Voice Response (IVR) system, although inother non-limiting embodiments, other identification means (not shown)may also be connected to telephonic instruments 101 a-n such RadioFrequency Identification (RFID) technology and biometric identificationmeans (i.e., fingerprint scanner, retinal scanner, voice analyzer,etc.). Once the platform 103 identifies the inmate, the inmate can checkfor any outstanding call requests. The system may also inform the inmateautomatically if an external party has made a call request for thespecific inmate. The IVR plays the call request notification (i.e., theaudio version of the text-based canned message) and an emailnotification is send to the third party indicating that the inmate hasbeen notified. In addition, site platform 103 preferably stores the callrequest session in a database.

When an inmate wishes to place a call, he or she picks up telephonicinstrument 101 a-n. The site platform 103 may, in one non-limitingexample, prompt for identification information such as a PersonalIdentification Number (PIN) through an interactive Voice Response (IVR)system as was mentioned above. Once the platform 103 identifies theinmate, the inmate may make a call by dialing a telephone number that isassociated with the third-party account that is stored in database onsite platform 103. If the third party does not answer the call that hasbeen initiated by the inmate, then the site platform 103 sends a cannedmessage electronically to the third party (i.e., email notification)indicating they missed a call from a specific inmate.

FIG. 2 depicts a flow chart illustrating the preferred method ofnotifying an inmate through a web initiated call request according tothe invention. The method starts in step 201 and proceeds to step 203whereby an external party (i.e., third party) accesses site platform 103to set up a contact call request account (also called “account”) that isassociated with the external party telephone number. Next, in step 205,if an account exists for the telephone number, then the method proceedsto step 209 whereby the external party initiates a call request. Theexternal party may access site platform 103 through a web browser andselect the specific inmate to notify. The external party may select thespecific canned message to send to the inmate, selecting from a list ofpredetermined choices. In this way, system 100 provides an inmatenotification system that is easier to implement while giving theinstitution more control over call request message sent to the specificinmate.

However, if an account does not exist, then in step 207, the externalparty creates an account, in accounting system, by providing billinginformation associated with the third party telephone number that is tobe associated with the account. The site platform 103 takes the externalparty through as many attempts to ensure that the account issuccessfully set up. In other non-limiting embodiments, accountingsystem may also require the external party to provide additional detailsverifying that the external party is a family member, etc. beforecreating the account. Further, by signing up for incoming web initiatedcontact requests, the accounting system bills the external partyappropriate usage charges or may provide for a monthly billing rate.Next, in step 211, a canned message is created by site platform 103 bysoftware, which converts the text message into a canned audio message.This audio message is stored in memory in site platform 103 to be playedto the specific inmate when the inmate user next accesses system 100.Next, in step 213, the inmate user attempts to access system 100 and instep 215, system 100 prompts for user authentication through aninteractive voice response system. In step 217, if the inmate user failsto be authenticated, then the system 100 denies entry. The attempt toaccess the system 100 is terminated in step 205 after the number ofattempts to access the system 100 matches the maximum number of attemptsallowed by the system 100. If the maximum number of attempts has not yetbeen reached, the site platform 103 again prompts the inmate user forauthentication in step 215.

After the inmate user has successfully accessed the call managementsystem 100, next in step 223, if there is a contact request availablefor the inmate, then the site platform 103, in step 225, plays the audiocanned message to the inmate. However, if a contact request has not beencreated to listen by the inmate, then the system 100 ends access tosystem 100 in step 233.

Next, in step 223, the site platform 103 plays call request to inmateuser and in step 227, call request session is stored in database by asoftware system, such as in one non-limiting example, an ITS systemprovided by site platform. Next, in step 229, the external party is thensent a notification via e-mail that the inmate has received the contactrequest, although in other embodiments, a notification may be sent by anSMS, an instant messenger notification, or other similar types ofnotification. The method ends in step 231 whereby the inmate terminatesaccess to the call management system.

FIG. 3 depicts a flow chart illustrating the preferred method ofnotifying an external party through an inmate telephone call request.The method starts in step 301 and proceeds to step 303 whereby an inmateuser (hereinafter “user”) attempts to call an external party by dialingthe party's telephone number on one of a plurality of telephonicinstruments 101 a-n. In step 305, the site platform 103 prompts for userauthentication. Authentication of the inmate is performed as is known inthe art in step 307. For example, authentication may include theentering of a PIN number, using RFID technology, or utilizing biometricidentification means. Such authentication may be used alone or inconjunction with any of other authentication.

Next, in step 309 system 100, through site platform 103, checks, to seewhether the number of attempts to access the system 100 matches themaximum number of attempts allowed by system 100. Upon a match, theattempt to access the system 100 is terminated in step 311. If the userfails to be authenticated, then the system 100 denies entry and ends thecall attempt in step 311. If the maximum number of attempts has not yetbeen reached, the system 100 again prompts the user for authenticationas was shown in step 305.

Next, in step 313, after the inmate successfully logs in, the system 100checks to see if there are any new contact requests from an externalparty and, if so, new contact requests are then played to the user.Next, in step 315, the external party who created the contact request,is sent a notification that the inmate has received the contact requestvia e-mail, although in other non-limiting examples, an SMS message,instant messenger message, or other similar types of notification maybeutilized. Next, in step 317, after all contact requests have beenplayed, the inmate continues to place a call to an external party.

In step 319, verification tests are performed on the telephone numberdialed such as verifying that the number dialed is an authorized number,that the number dialed has not been call forwarded, etc. If theattempted call fails the verification tests, the call attempt is endedin step 321. However, if the attempted call passes the verificationtests, the call proceeds. The system attempts to make a connection withthe dialed party and detects whether the call is answered in step 323.Next, in step 329, if after a set number of rings the call remainsunanswered or is answered by an answering machine, system 100, throughsite platform 103, determines whether the external party has signed upfor outbound call notification. The call terminates in step 327 if theexternal party has not requested notification. However, in step 333, ifthe external party has requested notification that a call was missedfrom a specific inmate, then system 100 notifies the external party byemail, although in other non-limiting examples, notification may be bySMS, instant messenger, etc. The call terminates in step 335. On theother hand, if the call is answered by a live person, then in step 325,the call proceeds with the inmate commencing a conversation with theexternal party. The method ends in step 327 when the conversation isvoluntarily terminated by either party.

While the invention has been described with reference to the preferredembodiment and several alternative embodiments, which embodiments havebeen set forth in considerable detail for the purposes of making acomplete disclosure of the invention, such embodiments are merelyexemplary and are not intended to be limiting or represent an exhaustiveenumeration of all aspects of the invention. The scope of the invention,therefore, shall be defined solely by the following claims. Further, itwill be apparent to those skilled in the art that numerous changes maybe made in such details without departing from the spirit and principlesof the invention. It should be appreciated that the invention is capableof being embodied in other forms without departing from its essentialcharacteristics.

1. A method for providing institutional web-initiated contact requests,said method comprising the steps of: providing a user with secure webaccess to a call management system; enabling said user to create aweb-initiated contact request; sending said contact request by said uservia a web browser; and receiving by said user an electronic notificationwhen said contact request has been sent.
 2. The method of claim 1further comprising the step of authorizing, by said call managementsystem, creation of user accounts.
 3. The method of claim 1, whereinsaid contact request includes a textual canned message.
 4. The method ofclaim 3, further comprising the step of converting said textual cannedmessage into an audio message.
 5. The method of claim 4, wherein saidcontact request is delivered by playing said audio canned messagethrough a telephonic instrument.
 6. The method of claim 1, furthercomprising the step of checking, via an interactive voice responsesystem, all incoming contact requests.
 7. The method of claim 1, furthercomprising the step of automatically playing all said incoming contactrequests when an outgoing call is initiated.
 8. A method for outboundemail notifications in a controlled environment, said method comprisingthe steps of: providing a first party secure access for messageexchange; verifying said second party as indicative of an acceptableparty; allowing said first party to place a telephone call to saidsecond party; allowing said first party to select a prerecorded messagefor said second party; and notifying said second party electronically ofsaid recorded message left by said first party.
 9. The method of claim8, wherein said prerecorded message is selected when said second partyis unavailable.
 10. The method of claim 9, further comprising the stepof authorizing, by said second party, to receive electronicnotification.
 11. The method of claim 10 further comprising the stepsof: enabling said second party to set up an account; charging saidaccount for usage; and enabling said second party to receive electronicpre recorded messages from said first party.
 12. A call managementsystem for providing institutional web-initiated contact requests, saidsystem comprising: at least one network connection; at least onetelephonic instrument; at least one routing means coupled to saidtelephonic instrument; and a control platform; wherein said controlplatform includes one or more apparatuses for the purposes ofmonitoring, recording, controlling, storing, and billing related totelephonic communication between a plurality of local and remote users;and wherein said control platform enables said local user to receivecontact requests.
 13. The system according to claim 12, wherein saidcontrol platform enables said remote user to receive electroniccommunications of a missed call.
 14. The system according to claim 12,wherein said control platform includes a web server in communicationwith said remote user for receiving web-initiated contact requests. 15.The system according to claim 12, wherein said remote user createscontact requests for said local user via a remote computer coupled tosaid web server.
 16. The system according to claim 12, wherein saidcontrol platform converts said contact request to an audio message forplayback by said local user.